Customer Service Team Lead
- Lead and develop a team of five customer service professionals.
- Manage escalated customer enquiries and ensure timely resolution.
- Identify and implement improvements across customer service processes.
SMAART Recruitment is partnering with a well-established Australian business operating in the technical equipment sector for commercial and residential environments. With a strong domestic and international presence, the company supplies specialized products to a diverse customer base and is continuing to grow its operations.
Based in Western Sydney, this is a hands-on leadership role where you'll manage a team of five and play a key role in delivering an exceptional customer experience.
The Role & Responsibilities
- Lead, coach and develop a team of five customer service professionals
- Monitor team performance, KPIs and service levels
- Manage escalated customer enquiries and ensure timely resolution
- Build strong relationships with customers and internal stakeholders
- Identify and implement improvements across customer service processes
- Work closely with sales, operations and other internal teams
- Support reporting, systems and day-to-day customer service operations
- Create a positive, accountable and customer-focused team culture
About you
- Previous experience in a Customer Service Team Leader, Supervisor or similar role
- Experience in a technical, manufacturing, wholesale, distribution or other product-based environment will be highly regarded.
- Proven experience managing and developing a team
- Strong communication, coaching and problem-solving skills
- Customer-focused with a hands-on approach
- Confident managing escalations and performance
- Strong organisational and time-management skills
- Experience with CRM/ERP systems
- Microsoft Dynamics and/or Navision/Business Central experience highly regarded
What's on offer
- Salary of $90,000–$110,000 + super, depending on experience.
- Permanent full-time position
- Strong opportunities for internal career progression
- Regular office events and activities
- Onsite parking available
- Fully equipped gym onsite
- Stable, secure, and growing company
- Opportunity to manage and develop a team of five
- Supportive and collaborative working environment
- Opportunity to make a genuine impact across customer service and processes
- Location: Western Sydney
APPLY NOW or contact Jenna at SMAART Recruitment on 0448 665 730 or jenna@smaart.com.au for a confidential discussion.
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